Customer Charter

Destination is not only the part of travelling, but also how you get there. The pleasure of making that initial research and paying your deposit, through to the trip itself and even after you return home, every stage is a part of your journey. Here at Actual Adventure, we are dedicated to doing everything we can, to make this journey as enjoyable as possible and we have launched our Customer Charter to help us achieve this, which defines what you can expect from Actual Adventure and sets out what we aim for each time you trek with us.

Treks & tours booked and subsequently cancelled are subject to cancellation charges as follow:-

While Booking	Before You Travel
We promise to...	We promise to...
• Treat you as an individual and understand your needs.	• Assign a personal named area expert to handle your booking until departure.
• Give you capable, friendly and knowledgeable service.	• Respond to any email enquiry within 6 working hours.
• Communicate an accurate and truthful description of your holiday.
• Provide an answer (or response) to any question about your trip.	• Provide you with the essential information in accurate time you need to prepare.
• Make sure you can contact an expert on any target within 24 hours.	• Send your final documentation no later than 2 weeks before departure.
• Respond to any email enquiry within 6 working hours.
Your Holiday	After your Holidays
We promise to...	We promise to...
• Provide the holiday we said, we would, and we will meet or go above your expectations.	• Hearten and listen to all feedback and make changes where we can and where we have to.
• Provide a leader who will inform, encourage and share your excitement for travel.
• Make sure the safety of all our clients, the same time as maintaining a spirit of adventure.	• Value your reliability and welcome you back on a future holiday.
• Operate our holidays reliably, sensitively, and respectfully.

This is our Promise and our endeavors, if you don’t feel we are fulfilling our 'Charter’ and make you enjoying please let me know. We will always try to improve ourselves. I know all our staff and leaders are proud to work for Actual Adventure and enjoy their jobs. I hope you will get a sense of this your trek and tour, dealings with you.

Managing Director,
Mr. Kedar Neupane
Actual Adventure Trekking and Expedition Company
Thamel Kathmandu, Nepal
E-mail: kedar@actual-adventure.com